Fan Relations Manager

Company Description

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.

Job Description

We have an exciting opportunity available for a Fan Relations Manager located at our corporate office in Bloomington, MN.  Under the direction of the Senior Fan Relations Manager, supervises the daily operation of the Fan Relations Team and outsource Contact Center teams ensuring that all contacts are processed within service level expectations.  Manages the day-to-day interface with team, providing coaching and assistance to ensure clear communications between the fan relations team, contact center team, and other departments. Leads and assists team inquiry responses ensuring clear team and fan-related communication. Responsible for training, supervising and monitoring specialists. Escalations resource for the team and the corporation.

Key Accountabilities Include:

Supervise staff

• Supervise and lead a team of fan relations specialists and any temporary contractors
• Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment
• Provide team with the guidance, direction, coaching, and support necessary to ensure that they are able to accomplish their goals
• Responsible for training, supervising and monitoring specialists.
• Oversee the development of staff
• Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality employees
• Work with Sr. Fan Relations Manager to develop medium- and long-range workload forecasts, future staffing and resource requirements for fan relations department

Supervise workflow of Fan Relations department

Assist the Sr. Fan Relations Manager with driving best practices for support of fans, franchisees and the corporation.

Responsibilities include but are not limited to

• Manage and supervise team weekend coverage
• Availability to assist as needed with escalations and coverage during evenings, weekends, and some holidays
• Manage and supervise team coverage for Reception Calls, and assisting when needed
• Ensure team responds accurately, promptly, and within 24-business hours, to all internal customer contacts, including those from team members, corporate staff, independent franchise operators and territory operators
• Ensure that customers are responded to within 72-business hours maximum and assist with driving toward the departmental goal of 24-business hours
• Effectively communicate with consumers by phone, letter and e-mail with accurate, prompt and effective replies to customer letters, e-mail, and phone
• Process contacts according to plan set by fan relations team; assisting and coaching other members of the team with processing as appropriate
• Train and coach team as necessary and in coordination with Sr. Fan Relations Manager
• Lead and assist with drafting training for team and outsource contact center in coordination with the Senior Social and Documentation Specialist
• Lead team to develop and refine communications relating to the introduction of new products, product changes and sales promotions
• Provide technical expertise and direction for Fan Relations Team related to current and future technologies adopted by the corporation
  • This includes, but is not limited to Fan Relations Support of the DQ App, DQ Rewards, DQ.com ordering, Delivery and other corporate technology initiatives
  • Coordinate with team to ensure clear and concise training and communication for outsource team
  • Coordinate with team to ensure clear and concise communication to fans
  • Drive and manage monitoring these technologies and Fan Relations processes
  • Ability to effectively communicate any issues, trends and anomalies to IT and Digital teams as needed
• Screen consumer contacts for potential product defects and works with and coach team to report production related problems to the product quality team/R&D team
• Screen consumer contacts for potential fraudulent complaints. Work with and coach team, and other corporate team members, on tracking, documenting and processing fraudulent complaints
• Assist Senior Fan Relations manager with collecting and analyzing data, creating and updating monthly reports as directed
• Assist in execution of special projects as assigned
• Oversee and assist with letter fulfillment as necessary
• Oversee and assist with data entry and database updates as necessary

Contact Center Team Support and Leadership

Assist the Sr. Fan Relations Manager with driving best practices for support of fans, franchisees and the corporation through oversight of the outsourced contact center team.

Responsibilities include but are not limited to

• Manage the day-to-day interface with team, providing coaching and assistance to ensure clear communications between the contact center team, and other departments.
  • ensure that all contacts are processed within service level expectations
  •  
    • working with fan relations specialists to send coaching to their team as appropriate/needed
  • Lead contact center forecasting alongside vendor and Sr Fan Relations Manager
  • Identify opportunities for improvements and training and escalate to Sr. Fan Relations Manager as appropriate
    • work with contact center team leadership on training for their team,
    • ensuring our team provides them with the information they need to successfully support all related fan relations services and initiatives
    • Coordinate with the Senior Social and Documentation Specialist
  • Lead and assist team to ensure clear team and fan-related communication
  • Escalations resource for the team and the corporation

Lead team support on escalations

• Direct team handling of escalating contacts, working with the Sr. Fan Relations manager as needed and appropriate
• Handle escalated contact support for team
• Respond to escalated customer contacts when manager is requested or team assistance is needed
• Provide support of and coaching to business consultants regarding fan relations communications
• Make decisions on appropriate reimbursement on a case-by-case basis
• Assist Senior Social Media and Documentation Specialist with social media monitoring and responses
• Oversee and assist with Gift Cards management
• Provide other escalation support as necessary

Qualifications

• B.A. or B.S. Degree in Business, Communications, Customer Service or related field, or equivalent combination of education and work experience, required
• Minimum of five years progressive experience in a customer service-related position: Technical Help Desk, contact center or call center experience required
• Preferred 2-3 years of contact center management experience, minimum 2-3 years in a supervisory role
• Progressive people management or supervisory experience required. Demonstrated ability to manage performance, deliver constructive work performance, and develop team members
• Demonstrated coaching skills, ability to effectively coach, advise and train others on appropriate work protocols, responses, etc.
• Strong analytical skills. Demonstrated data analysis experience, including ability to create and interpret reports or presentations related to customer data
• A desire to grow and develop in Customer Service field
• Excellent written and verbal communication skills required
• Interpersonal skills to interact, influence and persuade required
• Strong technical aptitude
• Experience working with a digital ordering platform or loyalty platform, a plus
• Experience working in any capacity in the Quick Service Restaurant industry, a plus
• Experience working in a franchise system, a plus
• Able to exercise tact, patience, and professionalism at all times in responding to consumers, regardless of issue or consumer's demeanor
• Intermediate computer skills (Microsoft Word and Excel)
• Strong social media skills (blogs, Facebook, Twitter, etc.)
• Strong ability to multi-task and prioritize multiple projects and requests simultaneously
• Well organized with a high attention to detail and accuracy
• Ability to work quickly in a fast-paced environment with frequent interruptions
• Ability to collaborate in a team environment
• Ability to coordinate with other departments Operations, Brand Marketing, Legal to complete projects on time
• Basic accounting/math skills required

Additional Information

All your information will be kept confidential according to EEO guidelines.   You must be work authorized in the United States without the need for employer sponsorship.

Benefits

Our benefit package supports the well-being of our employees and their families.  Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!  To learn more about our great benefit offerings, Click Here.

Work Environment

Most positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week.  Additional in office time may be required to support team/project needs.  Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.

Our Commitment to Diversity, Equity and Inclusion

We are committed to creating a culture of diversity, equity and inclusion for all who touch DQ.  We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.

IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.  You must be work authorized in the United States without the need for employer sponsorship.